Customer Support for PDF Flyer Templates

Customer Support for PDF Flyer Templates

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Job Description

TurnkeyFlyers.com sells downloadable open house flyer templates to real estate agents. Our main product features 53 PDF flyer templates that agents purchase for $95 and download and use immediately using only the free Adobe Reader software, on either Mac or PC.

To try a sample flyer, open this file in adobe reader 8.0+ http://turnkeyflyers.s3.amazonaws.com/turnkey-flyers_step-by-step-template.pdf

Project Scope of Work - 20 Hours of Support
The site contains several training videos to guide the agent through the download process and shows them how to open and use their templates. However, real estate agents are not technology savvy and often email us for support. We have several contact forms on our website that allow customers and visitors to ask a question or get support.

We use zendesk.com to manage incoming support emails and voicemails - averaging from 3-8 per day. We would like someone to take over this aspect of the business so we can build more products. We're looking for an assistant that can communicate clearly, professionally, and knowledgeably with customers through email and phone to provide both:

Customer Support - Questions about the product such as:
-Is it double sided?
-Is it a one time fee?
-Can I send this to a print shop?
-Do you have flyers for multiple properties? etc.

Technical Support - Questions about using or accessing the product, troubleshooting errors (rare):
-I lost the download link
-I can't unzip the file
-How do I send the flyer over email etc.

Sometimes questions come in relating to business partnerships (joint venture offers and affiliate questions). These can be forwarded to one of us through the zen desk system. There will be a short training period where we can show you how to download and use the flyers. There's also a knowledgebase in zendesk that we've built up from past questions. The majority of questions that come in have been answered in one form or another already in this area. Our ideal candidate has real estate experience, sales and customer support experience, and familiarity with Adobe files.

We'd like to start out with 1-2 hours per weekday, plus several days where 2-4 hours may be needed during high sales days. This project is for 20 hours of support. After that we can both evaluate to see if its a good match to continue. Please let me know if you're interested along with a quote for this project. If you need any more information or would like to talk prior to bidding, please let me know.

Thank you,

Rey

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Skills: pdf, email-support

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